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QUESTIONPOORAVERAGEEXCELLENT
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Who is responsible for retention?Company goals are focused on overall growth rates with no specific customer goalThe customer goal benefits the company (e.g. net retention), and CS is primarily expected to deliver resultsA customer goal that measures the value customers receive, where each department has supporting goals
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Who owns renewals? Sales owns all commercial activity including renewalsSuccess owns renewals, Sales owns upsells and cross-sellsSuccess team owns renewals and upsells, Sales owns cross-sells
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How does the executive measure whether cutomers are receiving value? Measures product usage data and NPSRecords desired customer outcomesMeasures the customer's perception of the value received
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How is customer data shared with other departments?Information primarily shared via anecdotes and customer storiesFormal feedback mechanisms like Customer Advisory Boards, All Hands Meetings, NPSQuantified experience data distributed monthly to Product, Sales and Marketing
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How CS budget is determined?Rule of thumb metrics: like 1 CSM for every $2M in ARR or 50 customers per CSM Return on investment: like $x additional CS budget leads to $y in retention rate improvementsCompany value: like x% retention improvement leads to $y company valuation increase
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How are upsell opportunities detected?Hope that CSMs will spot opportunities in QBRs.Company measures Customer Success Qualified Leads (CSQL) and rewards CSMs for creating themCustomers are automatically offered upsells when high value is detected, and standard playbook questions are asked to find cross-sells
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How does the executive influence pricing?Customer Success reactively participates as a stakeholder in pricing initiativesCustomer Success actively participates in pricing strategy for strategic services, onboarding, premium supportCustomer Success leads software and services pricing initiatives with customer data on price point, competition, discount effectiveness, value received.
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How does the executive influence the Ideal Customer Profile? Sets up basic customer segmentation that aligns with Sales team (SMB, Mid Market, Enterprise)Identifies trends in sub-segments of customers proactively (e.g. customers with VP title and x use case retain at 25% higher rate) and communicates findings to SalesOwns the Solutions Engineering team (pre-sales) to ensure the best buyer is identified, the correct use case identified as part of the sales process
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How does the executive influence content?Suggests content to Marketing based on recent customer interactionsShares common questions, use cases, and challenges with MarketingTreats Marketing as a critical resource. Maps common customer journeys, identifies friction at each touchpoint, and recommends a content plan
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How does the executive influence product features? Louder or higher ARR customers get the most attention, and requests are usually for specific featuresCustomer Success identifies problem themes that need to be addressed in the Product. Success avoids making specific feature asksCustomer requests are grouped by number of requesting customers, importance of each request, and revenue impact, and the resulting report is always available to Product
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© NuffSaid, Inc., 2021
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